Zero Carbon Living Advisor

Location: Hub based! Bristol or Glasgow - hybrid working which would involve working from hub ⅔ days a week and the other days the option of home working

Team:  OVO Care, Account Management

Salary: Starting base salary of £23,000 which will increase to £25,000 once your training and probation period are completed. This is usually within 6-9 months.

Experience: Learner - customer facing in a service environment with digital experience and problem solving skills advantageous

Working pattern: Full time - 37 hours per week (shifts are Monday - Friday between 8am & 6:15pm  

Sponsorship: Unfortunately we are unable to offer sponsorship for this role.

This role in 3 wordsFun, rewarding, customer-centric

Top 3 qualities for this role: Communication, team player, creative thinking

Everyone belongs at OVO

At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Teamworking for the planet

Everything we do here spins around Plan Zero. So, naturally, the team you’ll be joining plays a gigantic role in making that happen. Here’s how:

Our new Account Management model enables us to treat customers as individuals, understanding their needs in a personal and relevant way. Our aim is to resolve customers’ queries as quickly as possible, with the best level of service, in an award winning working environment for our people.

Squadlife isn’t just a Team of people working together for a common carbon reduction future, it's a culture and a mindset. To thrive in this world our colleagues need to enjoy a truly autonomous culture, and feel comfortable with taking responsibility to self manage and share decision making authority at the front line. 

We test and learn with a continuously iterative approach to our work, searching for opportunities to deliver customer value in a continuously changing market, but with Plan Zero at our core. Learning culture is important at OVO, our squads are encouraged to try new approaches, learn and adapt quickly. We embrace challenges, continuously provide feedback and pro-actively seek opportunities to improve, innovate, and progress towards a zero carbon future.

This role in a nutshell:

As a Zero Carbon Living Advisor, your role is to provide consistently outstanding service to OVO’s customers across the entire customer lifecycle. You serve to solve, ensuring customer’s needs are met whilst informing and educating on our Plan Zero mission and decarbonisation of the home. This is a customer facing role whereby you will resolve customer inbound queries through calls, web chat, what’s app and emails.

Your key outcomes will be:

• Engaging with OVO’s customers, communicating with passion across phone, email and web chat contacts 

• Quickly understand the root cause of customer contact, taking ownership for solving queries first time to prevent repeat contact 

• Coach your teammates (we call these your squad mates!) in areas where you have a deeper level of knowledge or skill - this might be to help answer a customer query in the moment or to enhance the overall knowledge across the squad

• Take ownership for the success of the entire squad. We believe the strength of the squad is each individual advisor, but the strength of each advisor is the squad

• Autonomously manage your day, ensuring the overall objectives of the squad are achieved 

• Prepare, attend and actively contribute at meetings as appropriate (e.g. daily squad stand-ups)

• Identify and implement continuous improvement efforts in both squad ways of working and customer experience

You’ll be a successful Zero Carbon Living Advisor at OVO if you…

• Enjoy working in a fast paced customer service environment, and have a real passion for providing outstanding customer service and an eye for continuous improvement.

• Demonstrate our OVO values and be an advocate of Plan Zero.

You won’t like this role if you…

• Don’t enjoy working as part of a team or in a continuous improvement environment. 

In the words of the team, you should leave your current role for this one because….

“Working at OVO is a great environment to develop and learn new skills whilst being part of a successful team.”

Let’s talk about what’s in it for you

As well as a base salary of £23,000, you’ll be eligible to qualify for a monthly incentive which is based on squad achieving performance measures. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal. 

We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVO…and there’s flex pay.  It’s an extra 9% of your salary on top of your core pay to use as you like. You can take it as cash, add to your pension, or choose to spend it on a huge range of flex benefits. Here’s a taster of what’s on offer: 

For starters, you’ll get 34 days of holiday (including bank holidays). For your healthWith benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and moreFor your wellbeingWith gym membership, gadget, travel and cyber insurance, workplace ISA, will writing services, DNA testing, dental insurance, and more For your lifestyle With extra holiday buying, discount dining, culture cards, tech loans, and supporting your favourite charities with give-as-you-earn donationsFor your home  Get up to £300 off any OVO Energy plan (when you pay by Direct Debit), plus personal carbon offsetting and great discounts on smart thermostats and EV chargersFor your commute Nab a great deal on ultra-low emission car leasing, plus our cycle to work scheme and public transport season ticket loans Want to hear about our full range of flexible benefits and progressive people policies? Our People Team can tell you everything you need to know.

For your Belonging

To find better ways to support our people, we need to listen to each other’s experiences and find ways to build a truly inclusive and diverse workplace. As part of this, we have 8 Belonging Networks at OVO. Led by our people, for our people - so when you join OVO, you can play a part - big or small - with any of the Networks. It's up to you.

Oh, and one last thing...

We’d be thrilled if you tick off all our boxes yet we also believe it’s just as important we tick off all of yours. And if you think you have most of what we’re looking for but not every single thing, go ahead and hit apply. We’d still love to hear from you!

If you have any additional requirements, there’s a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible..